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Patient Service Specialist

req # 132182 Location Cleveland, Ohio Facilities Cleveland Clinic Main Campus Professional Area Customer Service Department 2494 Vascular Surgery-Heart Vascular and Thoracic Institute Jobcode B15028 Schedule Full Time Shift Full Time

Job Details

Provides a comprehensive, proactive, and “Patients First” experience for our patients and visitors. Demonstrates outstanding customer service skills and uses evolving technology to manage a wide range of patient requests including appointment scheduling, patient registration, way-finding, answering general questions and meeting needs. Always represents Cleveland Clinic in a professional, caring and helpful manner. Ensures stellar and efficient patient experience while reducing financial loss and ensuring compliance.

Job Responsibilities:

  • Professionally investigates, triages, and resolves patient issues using the established HEART Model, ensuring patient’s visit is an outstanding experience. Proactively assists patients to minimize patient issues.
  • Creates a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in  Cleveland Clinic’s START with Heart model.
  • Proactively manages needs of patients and visitors in our waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery.
  • Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy and an outstanding patient experience.
  • Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy and an outstanding patient experience.
  • Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards.
  • Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information.
  • Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training. 
  • Supports front-end technology utilization to promote understanding and comfort level in use by caregivers and providers.
  • Recruits, enrolls, and educates patients on MyChart and Appointment Pass impacting utilization rates and enhancing the patient experience. 
  • Processes the workflow for the day.
  • Supports and participates in process improvement efforts.
  • Performs telephone triage.
  • Follows standards and guidelines for telephones etiquette and service when interacting with patients over the phone.
  • Generates staff provider reschedules.
  • Relays staff messaging.
  • Performs screening and scheduling of interpreter services.
  • Effectively collaborates and communicates with clinical staff, i.e. providers, nurses and other support staff.
  • Supports and adheres to compliance policies and procedures.
  • May participate on committees and have a role in other Institute initiatives.
  • May participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance.
  • Other duties as assigned.

Education:

  • High School Diploma or GED required.

Certifications:

  • None required.

Complexity of Work:

  • Ability to perform basic math sufficient to process insurance co-pays.
  • Working knowledge of PC window applications sufficient to input and retrieve data.
  • Ability to partner with others as needed to trouble shoot and resolve general technology issues
  • Ability to type a minimum of 30 words per minute (assessed at time of application) or demonstrable personal computer keyboard skills is preferred.
  • Knowledge of medical terminology preferred
  • A desire and commitment to provide the highest level of satisfaction in quality service, caring and compassion to patients, their families and visitors.
  • Excellent communication and organizational skills are essential in order to successfully communicate with a diverse patient population and workforce.
  • High level of customer service experience, exemplary interpersonal skills and ability to interact with patients and families in a wide variety of sensitive situations.
  • Interest in learning new technology and troubling shooting to resolve minor technical issues.
  • Easily adapts to changing technology, policies, procedures and processes.  
  • Demonstrated interest in process improvement or adopting new processes and or technology.
  • Demonstrated ability to understand and interpret medical insurance information.  
  • Critical thinking, decisive judgment, and ability to work independently with minimal supervision in an often hectic environment.
  • Demonstrated independent thinking and problem-solving skills, ability to exercise judgment to triage issues and concerns.
  • Demonstrated ability to switch from one task to another successfully in a fast-paced, ever changing environment. 

Work Experience:

  • Minimum two years of patient registration, appointment scheduling, insurance processing or customer service/concierge experience.   
  • Demonstrated experience in providing exceptional customer services and conflict resolution.
  • Associate’s Degree may substitute for one year of experience.
  • Bachelor’s Degree may substitute for the experience requirement. 

Physical Requirements:

  • Dexterity sufficient to operate a PC and other office equipment.
  • Requires extended periods of standing, walking or sitting.
  • Good visual acuity through normal or corrected vision.
  • Must be able to navigate various locations and function in a fast-paced, hectic environment.
  • Ability to lift and transport up to 25 pounds.

Personal Protective Equipment:

  • Follows standard precautions using personal protective equipment as required.

keywords: patient services, patient service rep, patient service spec, patient registration

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